BigHand, leaders in digital dictation, workflow management and speech recognition software, have been supplying independent Wealth Management consultancy, Dewhurst Torevell & Co, for over 10 years. The Manchester-based firm’s most recent BigHand upgrade continues to support an ongoing focus on offering exceptional customer service, which is being facilitated by BigHand’s enterprise-level technology.
The upgrade strengthens a long-standing partnership between Dewhurst Torevell & Co and BigHand. Martyn Torevell, Joint Owner and Managing Director at the firm comments: “Our business is all about partnerships. We strive to build long standing relationships with clients and typically manage their portfolios for many years and over several generations. Their trust and loyalty is based on our ability to offer expert advice, which is only possible when our advisers have access to comprehensive client records. BigHand’s technology makes it is easy for us to keep these records accurate and up to date.”
Due to the meticulous nature of the firm’s record keeping protocol, advisors submit a large number of admin requests throughout the working day. Prior to the latest upgrade, support teams found it difficult to prioritise these requests efficiently and dictations submitted towards the end of the day or overnight could lead to backlogs.
To alleviate the support staff of transcription tasks, the firm chose to include speech recognition functionality with the latest BigHand digital dictation upgrade. Torevell adds: “BigHand’s speech recognition server now transcribes dictations overnight so that our support teams can spend their time actioning the points within the dictations - rather than just typing them out. Tasks are completed in a timely manner and support staff are able to focus their attention on what really matters – our clients.”
Since the upgrade in September 2014, the firm have seen a significant lift in productivity without needing to increase resources. Additionally, Martyn has seen a significant boost in staff morale across all departments.
“The latest BigHand upgrade has had a really positive impact on our business. We are able to work more effectively; advisors know their tasks will get processed in a timely manner and support teams have a more engaging and varied role. Ultimately, we are able to offer our clients a better service.”
Martyn summarises: “We’ve been using BigHand’s technology for over a decade because it really makes a difference to our business. I foresee a long future working with the team and look forward to upcoming developments.”